Katlyn Schenck

Customer Programs Coordinator @Metropolitan Airports Commission

Minneapolis, MN, US

Manager of the Customer Service Action Council (CSAC) at MSP and nine sub-committees, which focuses on developing the customer service culture, improving airport services, recognizing and motivating front-line service personnel, soliciting customer feedback, and measuring perceptions Chair the MSP Nice committee, which is responsible for the customer service training of MSP employees Oversees the MSP Nice employee motivation/recognition programs and awards for all MSP employees and volunteers Maintains the “MAC Compliments & Complaints Database” as a means for customers to provide direct feedback. Complaints and compliments are collected on an ongoing basis via several methods, including in-terminal comment cards, contact forms on MSP websites, telephone conversations and written letters and social media. Comments are distributed to the appropriate organization for a response and appropriate action, and are reviewed at CSAC’s monthly meetings. Maintains a “Travelers Assistance Compliments & Complaints Database” as a means for customers to provide direct feedback through our airport volunteers Manages the Film and Photo shoot permit process at MSP, from applications, to permits, to onsite supervision

University of Wisconsin-River Falls

Bachelor of Arts, Marketing Communications